Member Services Training Architect

Well; Chapel Hill (NC); On-site; USD 55,000 - 60,000; Full time

Job summary

Well is seeking an experienced trainer to design, develop, and facilitate training that drives real learning and performance in our Member Services Contact Center. The Training Lead will support leadership to ensure operational success as we scale, with a focus on diverse learning styles and effective coaching.

This role requires a background in contact center operations, adult learning principles, and a passion for mentoring.

Qualifications

• Bachelor’s degree in related field or equivalent practical experience.
• 3–5 years in corporate training or instructional design in contact center or customer support.
• Hands-on experience with CRM and contact center software (Salesforce, Genesys).
• Proficiency with LMS and e-learning authoring tools.
• Strong communication and interpersonal skills.

Responsibilities

• Lead multi-week onboarding training covering workflows, policies, and CRM usage.
• Develop and update training materials, job aids, and e-learning modules.
• Track training metrics and coach improvements for performance.
• Collaborate with cross-functional teams to deploy feature rollouts.

Skills

CRM software

LMS knowledge

Adult learning principles

Training delivery

Communication skills

Analytical thinking

Coaching

Education

Bachelor’s Degree in Education, HR, Communications, or Business

Tools

Salesforce

Genesys

Job description

Well is seeking an experienced trainer to design, develop, and facilitate training that drives real learning and performance in our Member Services Contact Center. The Training Lead will support leadership to ensure operational success as we scale, with a focus on diverse learning styles and effective coaching.

This role requires a background in contact center operations, adult learning principles, and a passion for mentoring.